Ruger Customer Service!

[oldfrogger]

Bought a Ruger 57 in December of 2023. Finally got around to shooting it in April of 2024. 10 rounds and the trigger would no longer release the striker. Called Ruger customer service, talked to a very nice man, explained what was happening. He sent me an e-mail with a printable return order. boxed up the gun and mailed it to Ruger on the 4th of May. Got the gun back on the 21st of May. No charge for shipping or repair. First and only time I've had to send a firearm back for repair. Very happy with Ruger.

 

[buck460XVR]

Too bad they've changed their policy in the past 5 years.

Their policy, but not their warranty. For many years(more than 5), new Rugers have been sold with no written or express warranty(states this in the owners manual). This means it has been by their own discretion whether or not to fix anything without charging. While for many, they have continued their customer service, whether or not they charged for a specific repair has been hit or miss. Most of the time, they charge for shipping, even if they fix the gun for free.

 

[rust collector]

Ten or more years ago, I ordered a Ruger American Rimfire when they became available with a threaded barrel. When it arrived, I noticed the barrel didn't seem to have been crowned. Life was busy then, and some said it was probably just cosmetic. When I eventually took it to the range, accuracy was nonexistent, but 2 years had passed and I was told I would have to stand the postage for the return. It cost around $35 then. It was replaced with a different rifle, which was then sold as unfired by me.

Every company has its own balance of quality control and customer service. Ruger CS is usually considered some of the best, but I would rather have it right the first time. Even when CS works well, I have spent time and sometimes shipping costs that should not have been necessary. That tends to influence future purchases. When my LCP was recalled, it was returned promptly with a hat for my trouble, but I would still rather have been spared the experience. Live and learn.

 

[Choctaw]

I have no idea how many Rugers I have owned over the past 55 or so years but I have never had a problem with any of them except one Blackhawk. When I called Ruger the lovely old lady answering the phone must have been having a bad day. She was argumentative from beginning to end as if she had personally built the revolver. They did fix it but the process was less than pleasant.

 

[JTHunter]

Thankfully, I have never had to deal with any CSR at a firearms company. I also don't shoot very much as I don't have access to a range.

 

[dogtown tom]

You had to pay shipping, or pay Ruger $45 to look at it?

In 2019 my LCP (purchased in 2010) locked up with an empty piece of brass in the chamber. I had to pay shipping to send it back to Ruger, and after looking at it they said the gun was unrepairable and shipped me back a new LCP. I was happy with the experience. If anything I was mad at the government because a new gun/new serial number meant I had to pay my FFL $25 to do a transfer.

Don't blame the government, blame Ruger.
Federal law clearly allows the direct return of a repaired or replacement firearm to the owner. Some manufacturers are so scared of violating a state or local law, they just yield to the easiest solution.

§ 478.124 Firearms transaction record.
(a) A licensed importer, licensed manufacturer, or licensed dealer shall not sell or otherwise dispose, temporarily or permanently, of any firearm to any person, other than another licensee, unless the licensee records the transaction on a firearm transaction record, Form 4473: Provided, that a firearms transaction record, Form 4473, shall not be required to record the disposition made of a firearm delivered to a licensee for the sole purpose of repair or customizing when such firearm or a replacement firearm is returned to the person from whom received; provided further, that a firearms transaction record, Form 4473, shall not be used if the sale or other disposition is being made to another licensed importer, licensed manufacturer, or licensed dealer, or a curio or relic to a licensed collector, including a sole proprietor who transfers a firearm to their personal collection or otherwise as a personal firearm in accordance with § 478.125a. When a licensee transfers a firearm to another licensee, the licensee shall comply with the verification and recordkeeping requirements in § 478.94 and this subpart.

 

[dogtown tom]

When calling any firearm manufacturer (really any company) for customer service, understand that the person answering your call isn't a decision maker, just following the manual. If the answer you get is not acceptable, call back an hour later or a day later. And never forget "can I speak to your manager?". Don't go full on HOA Karen on them, but supervisors may have better resolutions.